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1 post

Wannabe Geek


  Reply # 197347 22-Feb-2009 20:07 Send private message

exportgoldman:
tkr001: Their answer/excuse is a load of bollocks. I am a fusion customer and was in the middle of a call when I got chopped off about 13:20. New connections my a

e.



[snip] 

My biggest issues are that the helpdesk hours, and it's ability to get swamped and go to number not reachable during a fault is worrying.

[snip]

It seems to me they are either changing too much gear, or they had a key staff member leave, or their not monitoring their network for outages and waiting for people to call on in.

... or perhaps they have never had the experience inhouse AND arent spending enough money on their network  AND neglecting investment in service desk ... oh, that can all be summed up as NOT RUNNING A BUSINESS VERY WELL.
As an informed person, I cant see this changing in a hurry, and in fact will likely get worse in the forseable future.  I just wrote to them to cancel my service and encourage others to at least write to their servcie desk and express your anxietys. Better yet, demonstrate it as I have..

302 posts

Ultimate Geek


  Reply # 197350 22-Feb-2009 20:16 Send private message

It's all a big game that xnet customer's are a part of, with no obvious winner so far.




– J

145 posts

Master Geek
+1 received by user: 1


  Reply # 197366 22-Feb-2009 22:00 Send private message

...and the compensation is....?

2260 posts

Uber Geek

Trusted

  Reply # 197458 23-Feb-2009 14:47 Send private message

gished: ...and the compensation is....?

They've had longer outages including the nearly 24 hour one in August last year, no compensation for the last 10+ or so :( so I doubt we'll get any
I've been unrecommending them to all the people I accidentally recommended them too, I just have to wait to move house so I can hook onto Telstra




I have moved across the ditch.  Now residing in Melbourne as a VOIP/Video Technical Trainer/Engineer. 

9 posts

Wannabe Geek
+1 received by user: 1


  Reply # 198542 28-Feb-2009 16:28 Send private message

After reading this thread, I signed up just to share how disgusted I am with xnet`s customer service too :-)
I sent them an email explaining my outage (of internet& phone) from 9pm til 215pm the next day and how I waited on the help line, from opening, for 45mins only to be cutoff. And guess what, NO REPLY to my email. I just sent a second email. If they dont reply to that Im changing my broadband provider next weekend.
Im not throwing away money to such bad service.


623 posts

Ultimate Geek
+1 received by user: 4


  Reply # 198556 28-Feb-2009 19:37 Send private message

vinnieg:
gished: ...and the compensation is....?

They've had longer outages including the nearly 24 hour one in August last year, no compensation for the last 10+ or so :( so I doubt we'll get any
I've been unrecommending them to all the people I accidentally recommended them too, I just have to wait to move house so I can hook onto Telstra


I'm just glad I didnt change any I knew across to fusion and left it at VFX for any recommendations.  In particular I'm glad I didnt change my inlaws to fusion!

9 posts

Wannabe Geek
+1 received by user: 1


  Reply # 199005 3-Mar-2009 17:50 Send private message

This is what I just got back 1 & 1/2 weeks and two emails later...

 

No company can provide a fault free internet service.

Because of the time without phone and internet,

Please accept a goodwill credit of $10 to your account.

It is too late to appear on the February invoice so will show on the March account.

 

As for the wait times you experienced and getting cut off, this happened due to the help lines being overloaded.

 


7777 posts

Uber Geek
+1 received by user: 326

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Subscriber

  Reply # 199009 3-Mar-2009 18:08 Send private message

Weak, vote with your wallet and change provider imo...

156 posts

Master Geek
+1 received by user: 1


Reply # 199014 3-Mar-2009 18:26 Send private message

Definitely not good enough xnet.   

It's interesting that whenever Xtra or any notable provider has an outage you read about it in the paper.   Xnet's outages can't be all that news worthy.

Also interesting to read the "About WxC" section of the Xnet site: (whatever...Laughing)


"To us, the key stakeholders are our customers."

The customer is why we are here and every member of the WxC Team is aware that what you think of us is the most important performance measurement.

 

AND further down to add to the insult:

 


Network Stability

WorldxChange has Interconnection and Call Termination agreements with more than twenty national and international carriers and we are continually evaluating other global telecommunications providers in order to further cement the company's position as a price leader and to ensure network stability and service reliability.


7777 posts

Uber Geek
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  Reply # 199091 4-Mar-2009 01:31 Send private message

That's because Xtra has ~66% market share of the adsl market, Xnet would be <10% probably under <5% even.

461 posts

Ultimate Geek
+1 received by user: 2


Reply # 199098 4-Mar-2009 07:27 Send private message

It is interesting that WxC who rated so well in Consumer and was also TUANZ carrier of the year 2007 has fallen so far. Even I was impressed with them 2006-2007 but 2008 to date has been a disaster for them and their customers

It would seem that are victim of their own success with their mgmt struggling to cope

I am not sure what to make of their 'silent treatment' they are giving their customers  of late over their seemlingly endless issues. Maybe they don't care ?, maybe their Mgmt and marketing feel silence is the best option ? 

That said it wouldn't be hard for them to send an email to their customer base [without hanging out the dirty laundry] and letting us know we are valued and they are making every effort to get on top of all these failings.











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Uber Geek
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  Reply # 199202 4-Mar-2009 13:54 Send private message

xlinknz: That said it wouldn't be hard for them to send an email to their customer base [without hanging out the dirty laundry] and letting us know we are valued and they are making every effort to get on top of all these failings.

There would be no point to such an e-mail other than PR.  As an engineer I do not like PR because there is no real value in it for resolving issues.  It is better not to make promises rather than to make empty promises (or break them).

My wife is the only one in NZ who is a certified DriveWorks engineer (used with SolidWorks 3D CAD) and has SolidWorks certification that few people in NZ has.  She was made redundant the day after a company wide e-mail promising the company will do it's best to keep everyone's job safe.  There is little value in open statements without commitment.

The network status monitors does show when they do upgrades/repairs, e.g. last night regarding the mail server, but there is no history so people forget what improvements have been made.  I recall a number of them over the past 6 months, so they are not doing nothing and certaily do have an upgrade schedule/plan/priorities.




You can never have enough Volvos!


461 posts

Ultimate Geek
+1 received by user: 2


  Reply # 199216 4-Mar-2009 14:45 Send private message

Niel:There would be no point to such an e-mail other than PR.  As an engineer I do not like PR because there is no real value in it for resolving issues.  It is better not to make promises rather than to make empty promises (or break them).

The network status monitors does show when they do upgrades/repairs, e.g. last night regarding the mail server, but there is no history so people forget what improvements have been made.  I recall a number of them over the past 6 months, so they are not doing nothing and certaily do have an upgrade schedule/plan/priorities.


1. It makes me feel better if they tell me they care, better still a complimentry credit would be nice. I do not want to know their change schedule.
 
2. Yes lots of annoucements on infrastructure fixs [upgrades?] but nothing around improvements to Service Mgmt e.g. 24x7 Helpdesk etc and 24x7 updating of network alerts. It seems many significant issues were not responded to until the Service Desk arrived at 8am.


498 posts

Ultimate Geek
+1 received by user: 13

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  Reply # 199429 5-Mar-2009 16:51 Send private message

It just broke again... home machine is down. I'm travelling at the moment so I have the T-Stick and I can see that on the Xnet website it says:



Type: unscheduled

Subject: Internet issue

Begin: 2009-03-05 15:30:00

End: No ETA
Body:

Currently we are investigating an issue as to where new connections to the network are not allowing customers to pass data. People who are currently online are operating without trouble. Please do not restart your router if you are online.

Our Operations team are aware of the problem and are working to resolve it. We apologise for any inconvenience and hope to restore service shortly.

Last Updated: 2009-03-05 16:29:11



Whilst some kudos is probably owed for them getting this up there fairly promptly ? it's actually wrong.. we didnt reset our gear, we were kicked offline. I'm seeing timeouts from other people in chatrooms i'm in as well, so I think it's more than tied to new logins...

Frustrating!!!!

The 'vote with your feet' bit is now as close as when-i-can-be-bothered I expect...






163 posts

Master Geek
+1 received by user: 10


  Reply # 199433 5-Mar-2009 17:02 Send private message

Yeah, I've been out for a wee while here. Cut off in the middle of browsing. Dialup is working but glacially slow (took 4 mins to load this forum page). Much as I admire their pricing structure, I can't imagine I'll be hanging on with the state of their infrastructure.

Edit: up again

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